8/12/2019 Phone Answering and Reservation Procedure

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STANDARD OPERATION PROCEDURE

Phone Answering Procedure

Telephones must be answered before the 3rdring, do not hold longer than 10

seconds.

Staff on telephone must sound calm, organized and friendly, giving the guest an

unhurried impression

All telephones call will be answered as follows

!"ood #orning$Afternoon$%vening &'()', )an ( help you*!

Never say Hello only

(t is everyone+s responsibility to answer the telephone, even if the designated

person is not available.

ffer the caller a return call if the person the callers loo- for is not available.

Ta-e down the callers name, company and contact number

(f you are dealing with a guest face/to/face and the telephone rings, ecuse

yourself, answer the telephone, and as- the caller to hold until you have finished

with the guest. hen you return to the telephone caller, than- them for waiting.

(f the person being called is unavailable, tell the caller, !2e$she has stepped away

for a moment!, or !He/she is with a guest". o not say, "I do not know where

he/she is", or "He/she is in a meeting".

hen the call is completed, allow the caller hang up first.

8/12/2019 Phone Answering and Reservation Procedure

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STANDARD OPERATION PROCEDURE

DE!I"ER# OR RESER"ATIONS

"uest can ma-e reservation through phone, fa or boo- personally. 'eservations

will be recommended for lunch and dinner.

ishing the guest warmly and courteously with proper phrases. (ntroduce your

outlet and yourself

Should a guest ma-e a reservation, the following information will be ta-en, in the

following se4uential order, on a pre/printed form

ay and date

Time preferred

"uests name or companys name

&umber of people in the party

Telephone number

Special re4uests 5wine, birthday, etc.6, and

Special re4uirements 5elder guest, baby chair, physically challenged guest6.

)hec- the spelling of the name if it is difficult to pronounce. (f there is a space on

the reservation sheet, write the name phonetically.

Specific tables can be re4uested, but not reserved. 'e4uested tables will be

accommodated whenever possible. (f the guest as- for a specific table, reply bysaying Mr. Smith, I am unable to reserve a specific table, however if the table is

available when ou arrive I will be more than happ to accommodate ou.!

'emind the guest that if there were a change in his or her plans or the number in

the party, that a telephone call would be appreciated.

'epeat all the information bac- to the guest to ensure for accuracy.

7pon completion, than- the guest for calling.